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Customer Service Representative

3 months ago

Mishawaka, United States Lippert Full time

Overview:

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

  1. A unique, inclusive and supportive company culture.
  2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more
  3. Fair and competitive compensation.
  4. Career development and mentoring and opportunities to grow.
  5. Holiday, personal and vacation days.

Summary/Objective:

Support Customer Service by ensuring customer service turn times regarding responses are ever increasing. Must maintain standards of excellent customer service, recognizing quality of work and responses from the team are a reflection of a value add for Lippert as a brand. Must understand the dynamics of working with operations teams as well as sales teams to ensure timely communication and great customer service standards.

Duties and Responsibilities:

  1. Provides proactive and extraordinary service to all external and internal customers. This responsibility includes always maintaining a professional and positive attitude.
  2. Perform all activities related to Customer Service, ensuring all Cases received are responded to in 2 hours or less, phones are answered with an average speed of answer of 30 seconds as a team, providing guidance and solutions to complex problems at the customer level. Building relationships with marine OEMs and marina partners via e-mail contact, phone contact, or face-to-face is vital.
  3. Functions of the role include training new team members, demonstrating the importance of team play and core values through onboarding processes.
  4. Must have strong systems knowledge as a combination of D365, Salesforce, In Contact and Perceptive Content will all be used throughout the day. Systems usage is heavy and problem-solving skills must be strong.
  5. Participate in cross-functional meetings with co-workers to foster a healthy and professional work environment and to execute new processes to add to efficiencies.
  6. Continuously model Lippert core values in every transaction with customers, co-workers and adjacent teams.
  7. Must have strong systems knowledge to determine effectivity and flow from various system tools throughout the core team
  8. Must be able to handle conflict and work with other departments and directly with the sales team and operations teams effectively.
  9. Creatively solves customer issues, proactively manages customer orders and open requests to resolution
  10. Professionally handle all incoming calls. This action includes meeting or exceeding the Customer Service expectations and metrics that are established for the department.
  11. Handles, resolves and takes ownership of all internal and external customer problems. Root causes of problems are identified and corrective action taken. Problems are closed with calls to customers to ensure the highest level of customer satisfaction.
  12. General knowledge of the product line and pricing schedules
  13. Performs all other responsibilities as may be assigned by management.

Working Conditions:

  1. Primarily working indoors, office environment.
  2. May sit for several hours at a time.
  3. Prolonged exposure to computer screens.
  4. Repetitive use of hands to operate computers, printers, and copiers.

Qualifications

  1. High school degree or GED
  2. 1 year of Customer Service experience

Competencies:

  1. Team Player
  2. Organization
  3. Follow-up skills
  4. High personal accountability
  5. Decision making
  6. Initiative
  7. Willingness to work overtime when necessary
  8. Demonstrated high sense of urgency

Supervisory Responsibility:

This role does not have any supervisory responsibility upon hiring.

Physical Demands:
While performing the duties of this job, the team member is regularly required to talk and hear. This position requires sitting, data entry, and a telephone headset. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time hourly position and the expected work hours are 40 hours per week, Monday through Friday; weekend and late evening work may be necessary.

Travel:

Travel would be minimal and would be primarily local during the business day.

Preferred Education and Experience:

  1. Customer Service Experience is preferred but not required
  2. Bachelors degree
  3. Prior Inside Sales experience
  4. Prior experience in the RV industry

Work Authorization/Security Clearance:

Must be legally authorized to work in the United States.

Pay Group : AAP/EEO Statement:

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lipperts strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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